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ISO/IEC 20000-1:2018-Information technology

ISO/IEC 20000-1:2018 - Information technology

What is ISO/IEC 20000-1:2018-Information technology-Service management system?

ISO/IEC 20000-1:2018-Information technology is an international standard for information technology service management (ITSM). It is part of the ISO/IEC 20000 series, which provides a framework and guidelines for organizations to establish, implement, and maintain effective IT service management processes.

Here are some key points about ISO/IEC 20000-1:2018:
  • Title: The full title of the standard is “ISO/IEC 20000-1:2018 Information technology – Service management – Part 1: Service management system requirements.”
  • Purpose: ISO/IEC 20000-1:2018 sets out the requirements for establishing a service management system (SMS) that enables an organization to plan, design, transition, deliver, and improve services to meet the needs and expectations of its customers. It provides a systematic approach to managing IT services, promoting consistency, efficiency, and continual improvement.
  • Structure: The standard is structured around a set of clauses that cover various aspects of service management, including:
    • Scope and applicability
    • Normative references
    • Terms and definitions
    • Context of the organization
    • Leadership and commitment
    • Planning
    • Support
    • Operation
    • Performance evaluation
    • Improvement
  • Compliance: Organizations that wish to comply with ISO/IEC 20000-1:2018 must meet the specified requirements outlined in the standard. This involves establishing documented policies, processes, and procedures to manage their IT services effectively.
  • Certification: Achieving ISO/IEC 20000-1 certification demonstrates to stakeholders, including customers and partners, that an organization has implemented a robust ITSM system that complies with international best practices. Certification is typically awarded by accredited certification bodies following a formal audit process.
  • Benefits: Implementing ISO/IEC 20000-1 can bring several benefits to organizations, including improved service quality, better customer satisfaction, cost savings through efficiency gains, and enhanced control over IT service delivery.

Overall, ISO/IEC 20000-1:2018-Information technology is just one part of the ISO/IEC 20000 series, and there are additional parts and guidelines within the series that provide more specific guidance on various aspects of IT service management. Organizations can choose to implement the entire series or specific parts based on their needs and objectives.

Requirements of ISO/IEC 20000-1:2018-Information technology

ISO/IEC 20000-1:2018 outlines the requirements for establishing and maintaining a service management system (SMS) in the field of IT service management. The standard is designed to help organizations improve the quality and efficiency of their IT services.

Below are the key requirements of ISO/IEC 20000-1:2018:
  1. Scope and Applicability (Clause 4):
    • Define the scope of the SMS.
    • Identify the organization’s services, service relationships, and any external parties involved.
    • Determine the applicability of the standard’s requirements to the organization’s specific context.
  2. Normative References (Clause 5):
    • Identify and reference other standards or documents that are essential for understanding and implementing ISO/IEC 20000-1.
  3. Terms and Definitions (Clause 6):
    • Provide clear and consistent definitions of key terms used throughout the standard.
  4. Context of the Organization (Clause 7):
    • Understand the internal and external factors that may affect the organization’s SMS.
    • Determine the needs and expectations of interested parties (e.g., customers, regulators) related to IT services.
  5. Leadership and Commitment (Clause 8):
    • Demonstrate leadership support for the SMS.
    • Establish policies and objectives for IT service management.
    • Allocate necessary resources and assign responsibilities for implementing and maintaining the SMS.
  6. Planning (Clause 9):
    • Develop plans to achieve the SMS’s objectives and continually improve IT service management.
    • Consider risks and opportunities and plan actions to address them.
  7. Support (Clause 10):
    • Provide the necessary resources, competence, awareness, communication, and documented information (e.g., procedures, records) to support the SMS.
  8. Operation (Clause 11):
    • Plan and control the delivery of IT services.
    • Ensure service design and transition are carried out effectively.
    • Monitor and measure service performance.
    • Manage and resolve incidents and service requests.
    • Continually improve service operations.
  9. Performance Evaluation (Clause 12):
    • Monitor, measure, analyze, and evaluate the performance of the SMS as well as IT services.
    • Assess customer satisfaction and act on the results.
    • Conduct internal audits of the SMS.
    • Review the SMS by top management.
  10. Improvement (Clause 13):
    • Identify opportunities for improvement based on performance evaluation.
    • Implement corrective actions to address nonconformities.
    • Continually improve the effectiveness and suitability of the SMS.
  11. Annex A (Informative):
    • Provides additional guidance on topics related to the standard.
In summary,  ISO/IEC 20000-1:2018 is a framework that organizations can use to develop their IT service management system. Compliance with the standard involves establishing documented policies, processes, and procedures that align with these requirements, and organizations may seek certification to demonstrate their compliance to stakeholders

Audit checklist for ISO/IEC 20000-1:2018

ISO/IEC 20000-1:2018-Information technology checklist should cover all relevant clauses and requirements of the standard. Here’s a general checklist

Scope and Applicability

  • Has the organization defined the scope of its SMS?
  • Are the services and service relationships identified?
  • Has the organization determined the applicability of ISO/IEC 20000-1:2018 to its context?

Clause 5: Normative References

  • Are there appropriate references to other relevant standards or documents?
  • Are these references up to date and relevant to the organization’s SMS?

Clause 6: Terms and Definitions

  • Are key terms defined and understood by relevant personnel?

Context of the Organization

  • Is there an understanding of internal and external factors affecting the SMS?
  • Has the organization identified the needs and expectations of interested parties related to IT services?
Clause 8: Leadership and Commitment
  • Is there clear evidence of leadership support for the SMS?
  • Are policies and objectives for IT service management established and communicated?
  • Have necessary resources been allocated, and responsibilities assigned?


  • Are plans in place to achieve the SMS’s objectives?
  • Has the organization considered risks and opportunities and developed plans to address them?

Clause 10: Support

  • Are resources (e.g., personnel, infrastructure) available and adequate for the SMS?
  • Is there evidence of competence, awareness, and communication related to IT service management?
  • Is documented information (e.g., procedures, records) maintained and readily accessible to support the SMS?

11: Operation

  • Are service delivery and operations effectively planned and controlled?
  • Is service design and transition carried out according to the SMS?
  • Is there monitoring and measurement of service performance?
  • Are incidents and service requests managed and resolved efficiently?
  • Is there evidence of continual improvement in service operations?

Clause 12: Performance Evaluation

  • Is there a systematic process for monitoring, measuring, analyzing, and evaluating the SMS and IT services?
  • Are customer satisfaction assessments conducted and acted upon?
  • Are internal audits of the SMS performed, and the results documented?
  • Is the SMS reviewed by top management?


  • Is there a process for identifying and implementing opportunities for improvement based on performance evaluation?
  • Are corrective actions taken to address nonconformities and improve the SMS?
  • Is there evidence of continual improvement in the effectiveness and suitability of the SMS?
Annex A (Informative)
  • Has the organization considered and applied any additional guidance provided in Annex A?

Overall, checklist serves as a starting point for conducting an audit of an organization’s compliance with ISO/IEC 20000-1:2018. Auditors should thoroughly review documentation, interview personnel, and examine records to assess whether the organization meets the standard’s requirements.

Benefits of ISO/IEC 20000-1:2018 – Information technology?

Implementing IISO/IEC 20000-1:2018-Information technology can bring numerous benefits to organizations. These benefits extend to both the organization itself and its customers. Here are some of the key advantages:

  • Improved Service Quality: ISO/IEC 20000-1 provides a framework for establishing and maintaining effective IT service management processes. By following the standard’s guidelines, organizations can enhance the quality of their IT services, leading to higher customer satisfaction and trust.
  • Enhanced Customer Satisfaction: Meeting the requirements of ISO/IEC 20000-1 means aligning IT services with customer needs and expectations. This can result in improved customer satisfaction as services are delivered more consistently and efficiently.
  • Efficiency and Cost Savings: The standard encourages organizations to optimize their IT service processes, leading to greater efficiency. Streamlining processes and reducing errors can result in cost savings and a more effective use of resources.
  • Greater Control: ISO/IEC 20000-1 promotes the establishment of clear policies, processes, and procedures for IT service management. This level of control helps organizations better manage their IT services, respond to incidents, and mitigate risks effectively.
  • Competitive Advantage: Organizations that achieve ISO/IEC 20000-1 certification can use it as a competitive differentiator. It signals to potential clients and partners that the organization is committed to delivering high-quality IT services.
  • Compliance and Legal Requirements: ISO/IEC 20000-1 helps organizations comply with legal and regulatory requirements related to IT services. This can be crucial in industries with strict compliance mandates.
  • Improved Communication: Effective communication is a cornerstone of IT service management. Implementing the standard promotes better communication within the organization and with customers, suppliers, and other stakeholders.
  • Continuous Improvement: ISO/IEC 20000-1 emphasizes a culture of continual improvement. Organizations regularly review and refine their IT service management processes, leading to ongoing enhancements in service quality and efficiency.
  • Risk Management: The standard encourages organizations to identify and address risks related to IT services. By proactively managing risks, organizations can avoid service disruptions and security breaches.
  • Alignment with Business Goals: ISO/IEC 20000-1 helps align IT services with the organization’s overall business goals and strategies. It ensures that IT supports the achievement of these objectives.
  • Vendor and Supplier Relationships: Improved IT service management can lead to better relationships with IT vendors and suppliers. This can result in more reliable and cost-effective procurement of IT products and services.
  • Employee Morale and Engagement: Well-defined processes and roles within the IT service management system can boost employee morale and engagement. When employees understand their responsibilities and see the impact of their work on service quality, they are more likely to be motivated and satisfied.
  • Transparency and Accountability: ISO/IEC 20000-1 fosters transparency in IT service management activities and establishes accountability for meeting objectives and customer requirements.
  • Global Recognition: ISO/IEC standards are internationally recognized. Achieving ISO/IEC 20000-1 certification can open doors to global markets and partnerships.
In summary, ISO/IEC 20000-1:2018 offers organizations a structured approach to IT service management, leading to improved service quality, customer satisfaction, efficiency, and competitiveness. It helps organizations manage risks, align IT services with business goals, and continuously improve their ITSM processes.

Who needs ISO/IEC 20000-1:2018-Information technology?

ISO/IEC 20000-1:2018 can be beneficial for a wide range of organizations, particularly those that provide IT services or rely heavily on IT to support their operations. Here are some examples:

  • IT Service Providers: This includes IT companies, managed service providers (MSPs), cloud service providers, and any organization offering IT services to external customers. ISO/IEC 20000-1 helps such providers ensure the quality and reliability of their services.
  • Internal IT Departments: Organizations with in-house IT departments can use ISO/IEC 20000-1 to improve the management and delivery of IT services to their internal customers and end-users. This is particularly valuable for large enterprises and government agencies.
  • Outsourcing Service Providers: Companies that outsource their IT services to third-party providers can benefit by requiring their service providers to be ISO/IEC 20000-1 certified. This ensures a higher level of service quality and compliance with industry best practices.
  • Government Organizations: Government agencies, at various levels, often rely heavily on IT services to deliver public services efficiently. ISO/IEC 20000-1 can help government organizations enhance the quality of their IT services and ensure compliance with regulations.
  • Healthcare Providers: Healthcare organizations, including hospitals and clinics, depend on IT systems for patient care, record keeping, and administrative tasks. ISO/IEC 20000-1 can help them ensure the reliability and security of their IT services.
  • Financial Institutions: Banks, insurance companies, and other financial institutions use IT extensively for transactions, customer interactions, and data management. ISO/IEC 20000-1 can help them maintain the integrity and availability of their IT services.
  • Educational Institutions: Universities, colleges, and schools rely on IT for administration, online learning, and research. ISO/IEC 20000-1 can assist educational institutions in delivering dependable IT services to students and staff.
  • Retail and E-commerce Companies: Retailers and e-commerce businesses often rely on IT for point-of-sale systems, online shopping platforms, and supply chain management. ISO/IEC 20000-1 can help ensure the availability and performance of these systems.
  • Manufacturers: Manufacturers use IT for production control, supply chain management, and quality assurance. Implementing ISO/IEC 20000-1 can help them optimize IT processes and reduce downtime.
  • Transportation and Logistics Companies: Organizations in the transportation and logistics sector depend on IT for tracking shipments, managing fleets, and optimizing routes. ISO/IEC 20000-1 can enhance the reliability and efficiency of these IT services.
  • Nonprofit Organizations: Nonprofits often use IT for fundraising, donor management, and program delivery. ISO/IEC 20000-1 can help them ensure that their IT services support their missions effectively.
  • Any Organization with IT Dependencies: In today’s digital age, virtually every organization relies on IT services to some extent. ISO/IEC 20000-1 can benefit any entity looking to enhance the management and performance of its IT services.

Moreover, the specific needs and objectives may vary among these organizations, ISO/IEC 20000-1 provides a framework for establishing, implementing, and continually improving IT service management processes, which can lead to improved service quality, customer satisfaction, and operational efficiency. Organizations interested in ISO/IEC 20000-1:2018-Information technology should carefully assess their IT service management needs and align the standard’s requirements with their goals.

Lastly, Pacific Certifications is accredited by ABIS, If you need more support with ISO 20000-1, please contact us at +91-8595603096 or support@pacificcert.com

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